Problems with your prepayment meter
How to reconnect your smart prepayment meter
Top up your account – Top up your account – you can add credit to your account via your online smart prepayment account or by calling us on 0345 034 2400 or 0800 254 0022. Remember you will need to top up with enough credit to bring your balance above £0.
Enter your unique transaction reference number (UTRN) – You will receive an email and text every time you top up confirming what your Unique Transaction Reference is. If your top up does not credit your meter, you can add your UTRN manually by following the instructions on this link.
Reactivate your energy supply – for safety reasons, you will need to manually activate your supply from your in-home display or smart meter(s). This step applies to everyone whose meter has automatically disconnected. For more details, please follow the instructions on this link.
How to reconnect a standard prepayment meter
- Double check you have credit on your meter.
- If you have credit on your meter, but your electricity or gas has cut out, please try to top up the meter again to see if this works.
- If you’ve lost your key or card and gone off supply as a result, get in contact with the subject line ‘Lost key / card’ and we’ll be able to help.
I’ve topped up my prepayment meter but I’m still off supply
Your meter will show how much credit or debit you have – you may need to top up again to clear any accrued debt or standing charge.
If the top up doesn’t work, your key or card might be faulty. Take a note of any error codes. We’ve included a full list of prepayment error codes and what they might mean below.
Get more advice about using your prepayment meter.
Prepayment meter error codes
| Error | What it means | What to do |
| D1 | Your meter can’t read the information on your key or card, which means your credit has not been added. | Check you’ve inserted the key/card properly. If this doesn’t work, contact us because you may need a new key. |
| D2 | There isn’t enough credit on your key/card or on the meter. | Check that you’ve added enough credit to clear any emergency credit you’ve used and that there is a minimum of £1 credit on the meter. |
| Error B4 or D4 | Your key is programmed with the wrong meter serial number (MSN). This means you may be using an old key, or your meter has been changed. | Contact us because you may need a new meter. |
| D6 | A duplicate key has been inserted into the meter. | Contact us because you may need a new key. |
| Blank screen | Faulty meter | Contact us because you may need a new meter. |
| Call Help | A fault with the meter has caused it to run out of gas or not register credit. | Contact us to arrange to have a new meter installed. |
| Battery Fail | Using emergency credit too often can run down the meter battery. | Contact us to arrange to have a new meter installed. |
| Battery low | Battery is running low. | Contact us to arrange to have a new meter installed. |
| CARD FAIL 04, 28, 35, 38 | The key/card or meter slot may be dusty, or the card has been put in the wrong way around. | Wipe the key/card clean with a soft cloth – DO NOT USE CLEANING PRODUCTS. Check meter slot is free from dust/dirt. If this doesn’t work, contact us to order a new card. |
| Card not accepted | The Gascard Numbers on the meter and card no longer match. | Contact us, as the meter may need replacing. |
| Blank Screen | To save energy, the screen will go blank when not in use. | Press and hold button to re-activate the display before inserting your card. If this doesn’t work, contact us. |